got a text saying my bill was ready but after logging in to self serve it says i have no balance owing?

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  • Updated 3 years ago
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I added a second phone to my plan last month, got  a text saying the bill was ready and what was owed, logged in to self serve to pay but it said nothing was owed, when  I click to view my bill it redirects me to a video on how to use self serve and understanding my bill???
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Heather Kiervin

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Posted 3 years ago

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Robert, Mobile Master

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Hello Heather.

It may take some time from the time you receive the text to the tim you can consult the bill online!
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Daniel Kim, Mobile Master

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Do you have pre -authorized payments enabled on your account? Try refreshing the self serve page.
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Bernard, Official Rep

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It seems like a temporary glitch Heather. I do see the text you received with the amount outstanding and when it is due by. Have you clicked the button to pay the bill and did that work?
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Heather Kiervin

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I've tried logging in  a few times on my phone and computer, every time a try to view my bill or go to self serve and go to billing it redirects me to a video about understanding my bill.  There isn't a button that let's me pay because it says I don't owe anything....  I tried clicking on the change/add pre authorized cc payment just in case I set it up and forgot about it but it takes me to change my e-mail address in my profile.  I checked my cc online banking and it hasn't been paid yet and i'm pretty sure i didn't set up pre authorised payments either.  Definitely seems like a glitch
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Bernard, Official Rep

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Indeed, you are not set up on pre-authorized payment. Your bill is not due till the second week of October. Let me look into what the problem might be. I will get back to you in the next day or so one way or another to let you know. Appreciate your patience Heather!
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Heather Kiervin

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Hi Bernard,

Any updates, I've tried to log in a few times since last week, but no luck!

Thanks,

Heather
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Bernard, Official Rep

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It was nice talking to you Heather! Glad everything is working now.

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